Frontier Communications Customer Service Issues

Hello. I have been waiting for 2 weeks to get Frontier Internet installed at my house. Unfortunately, I haven't been able to secure an appointment yet. This has been quite frustrating as I have had to rely on Starbucks for internet access. I reside at [redacted] Waterwillow Dr. Sacramento, CA [redacted]. I do not have my account number and I'm unable to locate my login username. It would be greatly appreciated if you could assist me in scheduling an installation technician to come out to my house. I am eager to have Frontier Internet service in my home, but the installation has been delayed. Thank you for your help. Best regards, Peter G.

I terminated my service with Frontier on 3/14/19, switching to another provider. Despite receiving a final bill, I only received 1 return box, but I need 3 more. I reached out to multiple representatives who all promised to send the necessary return equipment boxes and postage slips, along with a detailed final bill, but none have followed through. My latest contact was with Christian Joseph on 6/4/19 at 3:33 pm, who stated he would send the return boxes, postage slips, and a finalized final bill. I only received a single charge final bill for $[redacted].25, which I believe is inaccurate as I only used the service until 3/14/19, less than a month. The initial final bill was $[redacted].23, still too high for the partial month. Threatening to send it to collections without resolving this is unacceptable, as I am trying to settle everything correctly. I request a correct itemized final bill dated 3/14/19 and 3 additional return boxes with postage.

As our 2-year contract is nearing its end, we have been pleased with the FiOS service we have received. Unfortunately, we were informed that there are no current promotions for existing customers. To save on costs, I opted to buy a router from a previous Frontier customer. However, my recent call to customer service left me frustrated. The representative seemed unprofessional and condescending, insisting on a monthly $10 router fee even for using my own equipment. This experience has led me to consider canceling our service, although I wonder if the customer retention team could offer any solutions before we make a final decision. I appreciate any assistance or information you can provide.

I recently cancelled order no. [redacted]69 after being on chat for a while. However, the charges in the email I received did not align with what was agreed upon. I do not require Identity Security Protection, I seek free installation, and no modem charges. The current setup using a single telephone wire to my laptop shouldn't necessitate changes other than possibly the modem, with no ongoing monthly fee. The price discussed was around $81 per month inclusive of taxes. I am interested in upgrading to the 18 MB plan for faster service, as my current speed is below expectations. To continue with Frontier, I am open to discussion, aiming for the 18 MB service without Identity Security Protection, modem fees, or installation fees, maintaining the total cost at $81 per month as previously mentioned. I value my long-standing phone service with Frontier but am exploring other internet options. Thank you, Dennis D. Email: [redacted]

We have decided to discontinue using Frontier. Over the past three weeks, their service has been inconsistent, with the repair work only lasting for a short time. Despite the efforts of the service technicians, the issues persisted. As a result, we have switched to another internet provider and are cancelling our landline service. Our billing is up to date until July 16, but we have been experiencing problems since July 11. We are requesting a credit for the days we were unable to use the services we paid for. As of Thursday, August 1, we are completely disconnecting from Frontier and expect a reduced bill reflecting the lack of internet and phone service since July 11. We have stopped the payment at the bank until this matter is resolved and are hopeful for a fair resolution. Thank you, Galen

I am reaching out regarding an urgent need for a phone jack to monitor my husband's pacemaker. Our initial contact with Connie in early July led to a scheduled service for 7/23/19 between 8am-12pm. When no one arrived, Alisha confirmed the installation but mentioned missing documentation from our doctor. Once Harris Cardiology sent the required fax on 7/30/19, Lindsay assured us of a tech contacting us for the installation. However, as of today, 8/3/19, we have not received any further updates. Considering the urgency emphasized by the cardiologist, we are disappointed with the service and urge immediate attention to resolve this matter before our departure on 8/6/19 until our return on 8/19/19. Our address is [redacted] Bill Crisp Rd, Robbinsville, NC, and our contact number is [redacted]. Thank you for your prompt assistance.

In April, I asked for a price adjustment and was not informed that I would lose nationwide long distance, which resulted in extra charges when my wife made calls unknowingly. Our smartphones include long distance at no extra cost, so we would not have used the landline if we had known about the plan change. One charge was refunded after I complained, but the rest of the calls were not credited, which is negligent. Being retired seniors on a fixed income, these unexpected costs are challenging for us. I would appreciate assistance with this issue. Thank you, Peter K. Residential customer with account number [redacted]

Our landline has been out for more than a week due to a severe thunderstorm. After reporting the issue, we were provided with a repair by date of 8-7-19. It's crucial for us to have a working phone since we have a child with special medical needs who may require urgent attention from a doctor. Unfortunately, our cell phone reception is unreliable in this area. Despite receiving texts about a service outage, the repair deadline has passed, and our phones are still not working. This recurring problem happens every time it rains heavily, leaving us without phones for extended periods without any compensation on our bill. It's imperative that we have functioning phones as driving to an area with better cell signal could delay getting help for our daughter in case of an emergency. We urge for a technician from the phone company to promptly fix this ongoing issue so we can have our phone service restored.

I am a loyal customer named Omar. I made a payment error on 7/19, mistakenly sending $[redacted] to my frontier account instead of my credit card. Despite multiple attempts to get a refund, I have had no success. On 8/2/[redacted] at 10 AM, I contacted customer service and spoke with Tia, who assured me that my bank account would be credited within 3 business days. Unfortunately, this did not occur. After contacting customer service again on 8/8/[redacted] at 6.30 PM and speaking with Nijaya, I was informed that the refund should have been processed by today, but it still has not been received. I am relying on this money to pay my credit card bill. Thank you, Omar

My mother's phone has been down for more than a month. A technician was supposed to come on 08/08/19 between 8am and 12pm, but they didn't show up. Frontier now says she might not get another appointment until 8/28/19. My mother, who is in her 80s and lives alone in a remote area, has limited cell phone reception and can't depend on it for emergencies. I'm feeling very frustrated and worried. Any advice would be appreciated.

On May 1st, I contacted Frontier Communications for a residential internet installation in Wells, NY. The installation has been rescheduled multiple times for July 2, 5, 20, 25, and August 13. Despite no communication when the installers failed to show up, I made follow-up calls for each missed appointment. After calling on August 8 with the order number, I was assured that installation was set for August 13 between 8 a.m. and noon. However, after calling customer service at 11:30 on August 13, the installation was rescheduled for 2 p.m. to 4 p.m. As no installers arrived by 4:45 p.m., I called again, and the installation was rescheduled for August 29. This ongoing rescheduling without adequate communication or explanation has been frustrating and time-consuming. A more efficient practice would be to complete scheduled installations before adding new appointments. I hope for help in expediting this process and improving communication regarding installation issues and delays.

We are requesting to have our landline telephone reconnected without a Frontier Router installation or disruption to our existing internet service. The telephone was disconnected on 8-14-[redacted], and after speaking with Customer Service on 8-25-[redacted], we were informed that a technician would come on September 4th. This will result in ten days without a working landline, causing inconvenience due to our health issues as senior citizens. All we require is the restoration of our telephone service. Thank you in advance. Susan and Gerald Rivers

My landline at Mathews Bay in Bath, Illinois, was found not working on Friday, 08/23, upon my arrival. I'm unable to receive cell service in that area, so I called on Monday, 08/26, from home. After speaking with the service provider, an appointment for 09/06 between 8:00 AM and 12:00 PM was scheduled. For contact purposes, I provided my emergency "flip phone" number, [redacted], which I rarely use. When I powered it on recently, a text message was received, although I can't reply via text on that phone. I was expecting a call regarding the repair status, not a text. Additionally, I require plastic brackets to secure my outside line to the siding, as some are missing and the line is unstable. I need guidance on how to reach a live person to discuss this matter further. Your assistance would be greatly appreciated. As an 80-year-old with asthma and sleep apnea, having a working phone at Mathews Bay is crucial for me. Thank you, Josephine C. Home phone: [redacted]

I am frustrated that the technician did not arrive for our scheduled Saturday appointment. I was at home waiting. It has been several days since my phone service stopped working, and I am paying for it. I am disappointed that no one came or called at the scheduled time. Please contact me at [redacted]. I had someone waiting for the service call. Thank you.

I canceled my service in July. I followed your instructions and used the two boxes provided to return all the Frontier equipment as instructed. The boxes were sent back from UPS Store #[redacted] in La Quinta, California, on July 6 and were delivered to your facility in San Jose, California, on July 10. The boxes were received by someone named "Martinez." However, I received a bill for $[redacted].03 for an "unreturned equipment fee" yesterday. Please update your records accordingly.

Last April, while working in my flower bed, I accidentally cut my FIOS line. Frontier promptly installed a temporary line but needed to coordinate with other service providers before installing a new permanent line. Despite a few scheduling issues, Frontier assured me I could be present for the installation. However, they didn't notify me before the installation took place while I was away. Later, I noticed an unexpected $91 charge labeled as "Tech labor 1st 30 min" on my May 21, [redacted] bill, and received a bill from CMR in Oklahoma City for nearly $[redacted] for fixing the line. CMR explained they were a Frontier contractor and couldn't adjust the bill without Frontier's involvement. I contacted Frontier multiple times seeking clarification on these charges but received no satisfactory answers. I was never informed by Frontier about any charges or asked to sign any paperwork agreeing to them. I am seeking clarification on Frontier's policy regarding customer charges for line replacement, any signed agreements for these charges, and information on the relationship between Frontier and CMR. Thank you. - M.N., Account No. [redacted]

To Whom It May Concern, I have been very disappointed for the second time by Frontier Communications. Most recently, on 9/20/19, I was stood up by a service technician. I initially contacted Frontier on 9/5/19 to inquire about the high cost of my landline service in Slate Run, PA. I was told by a Customer Service Rep (CSR) I could get internet and a landline for $55.51 per month. We scheduled the installation for 9/20/19 between 1-5 pm, even though it was inconvenient for me and my husband due to travel time and work schedules. Despite my efforts to communicate that we were at the service location, the technician never arrived. After several calls, we were told they weren't coming. This lack of professionalism and consideration is unacceptable. This is not the first time Frontier has failed to show up for an appointment, and each time has caused us inconvenience and wasted time. I will not be recommending Frontier Communications to others due to this experience. If necessary, please contact me at [redacted] during the week, or at the landline in Slate Run on weekends at [redacted]. Michelle K.

On September 9, 12, and 13, I called Frontier to cancel our home phone service after being their customer for 17 years. I now solely use Verizon cell phones. Due to Frontier's mistake, the service was terminated on the 13th, causing me to enter a new billing cycle. I'm now being charged for the upcoming month even though I requested cancellation on September 9, the last day of the billing cycle. The initial agent assured me the line would be canceled on the last day and no future bills would be issued. When the service wasn't disconnected, I called on the 12th and started over with a new agent. On the 13th, I called again and was informed the second agent did everything correctly, but the disconnect order didn't process. Today, I received a bill for the upcoming month starting on September 10. Despite a professional and polite customer service agent today, she couldn't reverse the bill, only make notes on my account. It's been extremely frustrating; I shouldn't be charged for the new month as I canceled on the last day of the billing cycle. I request the bill to be reversed.

Hello, my name is Chanchai Hocharoen, and I live at [redacted] Faulkner Court, Fort Wayne, IN [redacted]. A subcontractor working for your company buried a cable in my backyard for my neighbor's house. The line runs across my yard in a trench that was left uncovered for over a month. I had to fill it myself to mow the lawn, and now it needs to be restored with grass. I am unsure when you or your contractor will come back to fix it. I did not receive any notification from Frontier regarding the work in my backyard. My property has a 14' wide utility easement in the back lot, but the cable is located outside of it on my private property. I will not be responsible for any damage since it is outside the easement. It needs to be within the existing utility easement for proper maintenance. I appreciate your prompt attention to this matter. Thank you, Chanchai Hocharoen

I had a disappointing experience with Frontier today. My husband noticed an extra $10 in our bill and when we contacted customer service to discuss this, we asked for our video recording to be reviewed. Despite scheduling an install window from 1-5, no technician arrived and we were rescheduled without our availability being considered. Although we received a $25 credit on the install, the lost time was worth more to us. After spending over an hour on the phone with customer service without a satisfactory resolution, we decided to cancel our pending Frontier account. We hoped to switch from Comcast but were let down. We only requested for the installation fee to be waived, but the customer service representative we dealt with was unhelpful and dismissive, leading to our decision to cancel. We plan to escalate this matter to the highest authority at Frontier and share our experience to caution others against choosing Frontier as their service provider.